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Complaints Procedure

Zenergi Complaints Procedure

Our single operational objective is to delight customers, so we take all complaints seriously. If there are any issues and you are a customer, your Relationship Manager should be your first port of call. If you are unsatisfied with the outcome, you can follow our formal complaints procedure outlined below.

Step 1 –
Please get in touch with us at the earliest opportunity by logging your complaint via:

  • Telephone – 02380 286300
  • Email – complaints@zenergi.co.uk
  • Post – No. 3 Benham Road, Benham Campus, University of Southampton Science Park,
    Chilworth, Hampshire, SO16 7QJ

Step 2 –
Your enquiry will be handled by an appropriate senior member in the relationship management team who will get in touch to discuss the complaint. We will aim to respond to your enquiry within 10 working days, with a resolution as soon as possible.

Step 3 –
If you are unhappy with the resolution, you may wish to lodge an appeal. Please raise this with the appropriate senior member within 28 calendar days of receiving a response from them. Include the grounds of your appeal. The appeal will then be considered by a Director of the organisation for the final internal review.

Step 4 –
Should you remain unhappy with the outcome or if your complaint is not resolved directly by Zenergi within eight weeks; you can lodge a complaint with Ombudsman Services directly who will review this in due course. An independent review can be requested from Ombudsman Services if:

  • You are registered in Great Britain.
  • You are classed as a microbusiness as per Ofgem’s definition.
  • The dispute has been outstanding for over 8 weeks, or you have received a deadlock letter from us.

Ombudsman Services will host an Alternative Dispute Resolution upon receipt of any complaint and will liaise with the relevant parties through the process. This is an impartial and free service and Ombudsman Services can be contacted via the below methods of communication.

Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF
Phone: 0330 440 1624
E-mail: enquiry@ombudsman-services.org

Part of the Zenergi family

We are preferred partner and supplier to many associations including ASCL, WASBM, LASBM, BASBM, CAPSA and have been in partnership with some for over a decade. We regularly attend their conferences and give members the Positive Zenergi experience based on their needs.

Zenergi are also an approved partner with the Institute of School Business Leadership, offering ISBL members the provision of a customer service specialising in energy procurement, invoice validation and contract management.

We are proud in our unique offering, based around customer service excellence. We audit the suppliers we work with to make sure our customers are getting the best value and service and are pleased to offer OJEU compliant pricing.